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Kelly

参加日2021年4月15日

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前回のアクティビティ2023年8月24日

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さんの最近のアクティビティ Kelly

Kellyさんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

We’re a BPO partner of yours. With these price increases coming in a matter of weeks we had to raise prices for our clients. That resulted in a few of our customers cutting ties with us and therefore shutting down their zendesk account as well. You should have come to this decision sooner so we both could have kept these clients.

コメントを表示 · 投稿日時:2023年8月22日 · Kelly

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Kellyさんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Tobias Hermanns check out https://yuma.ai/. You can remove all of Zendesk's "AI" with this tool.

コメントを表示 · 投稿日時:2023年5月12日 · Kelly

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Kellyさんがコメントを作成しました:

コミュニティのコメント Feedback - Chat and Messaging (Chat)

Happy to pay a fee for the bot when it's successful, but to charge for article recommendations in email that are rarely successful is ridiculous.

You've always called this AI, but where is the intelligence? It's a simple keyword search of the help center and even still gets it wrong most of the time.

If you don't charge for successful interactions vs. all of them, what's your incentive to make this tool better? Every single one of your competitors offers a better bot. 

コメントを表示 · 投稿日時:2023年5月10日 · Kelly

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Kellyさんがコメントを作成しました:

コメントTicket automation and collaboration

When will this be released?

コメントを表示 · 投稿日時:2023年4月12日 · Kelly

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Kellyさんが投稿を作成しました:

投稿 Feedback - Chat and Messaging (Chat)

There's been a change without any notification to your users where once an article is recommended, the flow ends. So now, if the article doesn't find a solution for the customer, they are stuck. There is no start over, no talk to an agent, nothing. Even if they enter "chat" the system doesn't recognize what they are typing.

A terrible experience for any site visitor. Instead of improving the widget, it's getting worse. On top of that, article recommendation often recommends unrelated articles.

投稿日時:2022年11月02日 · Kelly

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Kellyさんがコメントを作成しました:

コメントUsing AI agents for messaging

Love this idea! I understand that if this feature is toggled on for 1 brand, then flowbuilder will be available on all social channels, but if you are using multibranding, can some brands use this feature and others not?

Will help center articles be available to be viewed in social media as well?

コメントを表示 · 投稿日時:2021年7月27日 · Kelly

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Kellyさんが投稿を作成しました:

投稿 Q&A - Reporting and analytics

There is no way to report on how long a customer waits for an agent when they are using messaging. First reply time in the support dashboard doesn't work and there are none of the chat metrics available.

How can I find out how long customers wait for that first response? It's a key metric for a live channel.

投稿日時:2021年5月06日 · Kelly

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Kellyさんがコメントを作成しました:

コミュニティのコメント Feedback - Reporting and analytics (Explore)

This needs to be fixed. Should be a standard filter

コメントを表示 · 投稿日時:2021年4月22日 · Kelly

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Kellyさんがコメントを作成しました:

コメントMigrating to messaging

Hey Destiny,

The main reason we liked the conditions for chat was that it allowed us to personalize messages based on the IP, page URL etc. A big feature that’s missing at the moment because of the conditions is the proactive greeting as well.

These are the top 3 conditions we would love to have access to on the messaging channel that are currently available on chat:

  • Still on page – allows for proactive greeting
  • Location of visitor – can allow for custom messages for promotions available in particular cities or regions
  • Page URL – allows for custom greetings

Many clients have moved over to Intercom chat in the meantime until some of these conditions are available. If these changes are in the roadmap, or you know of any work arounds, please let me know.

Happy to discuss in further detail if needed. Thanks!

コメントを表示 · 投稿日時:2021年4月20日 · Kelly

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Kellyさんがコメントを作成しました:

コメントMigrating to messaging

There are so many more triggers available for chat over messaging. Is there a plan to offer the same triggers for messaging? Any work arounds in the meantime?

コメントを表示 · 投稿日時:2021年3月29日 · Kelly

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